Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
Job Description Summary
MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
Job Summary: The Quality Assurance Supervisor reports to the Quality Assurance & Training Manager. Supervise a group of Quality Assurance Representatives who are responsible for Quality Assurance evaluations for inbound call center as well as administrative functions. This position partners with the QA Representatives to ensure that the overall quality of the customer experience meets company and partner expectations.
•Partner with team supervisors and leads to ensure agents meet corporate and partner key performance indicators (KPI s)
•Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
•Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
•Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
•Maintain department reporting of QA scores and trending.
•Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
•Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
•Manage productivity goals, staffing, scheduling and daily tasks.
•Provide program and agent performance reporting, including statistical analysis and reporting.
•Maintain proper documentation of call performance and associated corrective measures as applicable.
•Coordinate issue resolution for all levels of escalated issues.
•Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
•Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
•Stay up to date on new procedures/initiatives. Ad hoc projects. Participate in program special projects as required.
•Participate in special program projects as required.
•Travel to contact center locations and customer sites may be required.
•Flexibility - Required to work holidays, weekends and /or weekends to meet training needs.
•Flexibility required to work a number of shifts, including 3rd , shift that could change weekly to meet the needs of the training program.
•Perform other duties as assigned by leadership
Education and Requirements:
•Associates Degree of equivalent combination of education, technical training or work.
•Minimum of two (2) years of related experience
•Bilingual English/Spanish required
•Strong leadership skills
•Experience in a quality assurance role, preferably in a contact center or customer service environment
•Ability to conduct and manage project reviews and communicate process improvement recommendations
•Proficient in the use of Microsoft Office products
•Excellent organizational, written, and verbal communication skills
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Ability to work as a team member, as well as independently
- Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- Minimum of two (2) years of related experience
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
- Comply with all company required policies, procedures and processes including but not limited to required training
- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
- Generally supervises semi-skilled employees or a few individual professional contributors.
- Works on issues of limited scope.
- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.
- Frequently interacts with subordinate employees and functional peer groups.
- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
- Receives predetermined work assignments that are subject to a moderate level of control and review.
- Directs subordinates to complete assignments using established guidelines, procedures and policies.
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
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